Customer Success Specialist

Service Ops
Shanghai, China
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Responsibility

Operational follow-up:

  • Manage students' requests, including lesson/package operation, complaints, etc
  • Manage and monitor students' actions and public reviews
  • Ensure the transmission of policy launch-out to the concerned service
  • Assist with quality assurance, seeking to identify & solve bug or technical-related issues
  • Proactively problem-solve with the Product Ops, Product, Tech and Marketing teams

Community Moderation:

  • Moderate community contents, including discussions, notebook, etc
  • Deal with the user complaints reported in community
  • Nurture the italki community and support users via email, community, italki message, etc

Management & Coordination :

  • Deal with the user complaints reported in community
  • Nurture the italki community and support users via email, community, italki message, etc
  • Day to day management and response to students' emails
  • Diagnosis of the existing student support across departments
  • Identify best practices to improve procedural guides and keep them updated according to new actions (new releases, system update, new policy etc.)

Mobile Support:

  • Reply the reviews in all the app stores, including App Store, Google Play Store, Tencent, Huawei, 360 etc
  • Analyze the feedback from the reviews to help improve the iOS and Android app.

Requirement 

  • Bachelor Degree, English Major or equivalent practical experience 
  • 0-2 years online and offline customer-facing experiences 
  • Strong interpersonal skills and multicultural awareness
  • Strong communication and reporting ability, and able to clearly summarize and report the operation status of a policy announcement based
  • Results-orientation, faculty-centric, Inspire dedication, strong ownership
  • Highly organized with attention to details
  • Highly adaptable to the cross-functional environment
  • Excellence in presentation, spoken and written skills in Mandarin and English

Plus

  • Passion for languages with language skills in addition to required Mandarin and English
  • Experience in a customer service environment preferred
  • ​Experience in high tech, software development, education technology industries
  • ​Experience in growing and scaling company growth or start up team experience
  • ​Experience in companies with global / regional presence with multiple offices across different
Note

You can click on the button of this page to apply.

Or you can directly send your resume to recruiting@italki.com

The subject line should be: Resume_Job Title_Your Name


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